IDEAS home Printed from https://ideas.repec.org/a/pal/jobman/v25y2018i3d10.1057_s41262-018-0101-9.html
   My bibliography  Save this article

Strengthening internal brand equity with brand ambassador programs: development and testing of a success factor model

Author

Listed:
  • Holger J. Schmidt

    (Koblenz University of Applied Sciences)

  • Carsten Baumgarth

    (HWR Berlin – School of Economics and Law)

Abstract

Particular in service and b-to-b-sectors, employees’ brand commitment is a prerequisite for building a strong brand. While many areas of interest within the field of internal branding have been tested by empirical studies, knowledge of internally oriented brand ambassador programs (BAPs) is predominately anecdotal. The aim of this article is to identify BAPs’ success factors by first defining the corresponding term, followed by a BAP framework based on the literature, using 25 success factors in six categories. A longitudinal case study from the service industry tested the practical application of the framework, while the results of the case study were used to adapt the model. The findings show that a BAP is not an isolated instrument of internal brand management, but that its impact depends on important background factors such as brand orientation, brand management and C-level support. Overall, the updated BAP success factor model contains 31 factors. The research supports the planning and implementation of BAPs, as well as the monitoring of ongoing and the reflection of completed BAPs.

Suggested Citation

  • Holger J. Schmidt & Carsten Baumgarth, 2018. "Strengthening internal brand equity with brand ambassador programs: development and testing of a success factor model," Journal of Brand Management, Palgrave Macmillan, vol. 25(3), pages 250-265, May.
    • Handle: RePEc:pal:jobman:v:25:y:2018:i:3:d:10.1057_s41262-018-0101-9
    DOI: 10.1057/s41262-018-0101-9
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41262-018-0101-9
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41262-018-0101-9?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Burmann, Christoph & Jost-Benz, Marc & Riley, Nicola, 2009. "Towards an identity-based brand equity model," Journal of Business Research, Elsevier, vol. 62(3), pages 390-397, March.
    2. A. Lindgreen & Y.T. Xu & F. Maon & J. Wilcock, 2012. "Corporate social responsibility brand leadership: A multiple case study," Post-Print hal-00800278, HAL.
    3. Urde, Mats & Baumgarth, Carsten & Merrilees, Bill, 2013. "Brand orientation and market orientation — From alternatives to synergy," Journal of Business Research, Elsevier, vol. 66(1), pages 13-20.
    4. Claudia Fisher-Buttinger & Christine Vallaster, 2008. "Brand Ambassadors: Strategic Diplomats or Tactical Promoters?," Palgrave Macmillan Books, in: Philip J. Kitchen (ed.), Marketing Metaphors and Metamorphosis, chapter 9, pages 132-145, Palgrave Macmillan.
    5. David Godes & Dina Mayzlin, 2004. "Using Online Conversations to Study Word-of-Mouth Communication," Marketing Science, INFORMS, vol. 23(4), pages 545-560, June.
    6. James G. March & Robert I. Sutton, 1997. "Crossroads---Organizational Performance as a Dependent Variable," Organization Science, INFORMS, vol. 8(6), pages 698-706, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Saavedra Torres, Jose L. & Bhattarai, Ashok & Rawal, Monika & Upadhyaya Subedi, Bhaskar, 2023. "The Role of Perceived Quality and Customer Self-Incongruence on Customer-Brand Disidentification," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    2. Barbara Del Bosco & Alice Mazzucchelli & Roberto Chierici, 2023. "Firm policies and employees’ participation in conversation about their employer on social media," Italian Journal of Marketing, Springer, vol. 2023(3), pages 301-322, September.
    3. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
    4. Vania Vigolo & Rezarta Sallaku & Federico Testa, 2018. "Drivers and Barriers to Clean Cooking: A Systematic Literature Review from a Consumer Behavior Perspective," Sustainability, MDPI, vol. 10(11), pages 1-21, November.
    5. Boukis, Achilleas & Punjaisri, Khanyapuss & Balmer, John M.T. & Kaminakis, Kostas & Papastathopoulos, Avraam, 2021. "Unveiling front-line employees’ brand construal types during corporate brand promise delivery: A multi-study analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 673-685.
    6. Andreas Hesse & Holger J. Schmidt & Carsten Baumgarth, 2021. "How a Corporate Influencer Co-creates Brand Meaning: The Case of Pawel Dillinger from Deutsche Telekom," Corporate Reputation Review, Palgrave Macmillan, vol. 24(4), pages 191-204, November.
    7. Florian Lückenbach & Holger J. Schmidt & Jörg Henseler, 2023. "Building brand meaning in social entrepreneurship organizations: the social impact brand model," Journal of Brand Management, Palgrave Macmillan, vol. 30(3), pages 207-226, May.
    8. Marc Dressler & Ivan Paunovic, 2021. "The Value of Consistency: Portfolio Labeling Strategies and Impact on Winery Brand Equity," Sustainability, MDPI, vol. 13(3), pages 1-18, January.
    9. Shaun M. Powell, 2018. "Journal of Brand Management: year end review 2018," Journal of Brand Management, Palgrave Macmillan, vol. 25(6), pages 494-499, November.
    10. Branka Dropulic & Zoran Krupka & Goran Vlasic, 2022. "Brand Equity In A Digital Age: Systematic Literature Review," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 31(1), pages 277-302, june.
    11. David Barros-Arrieta & Ernesto García-Cali, 2021. "Internal branding: conceptualization from a literature review and opportunities for future research," Journal of Brand Management, Palgrave Macmillan, vol. 28(2), pages 133-151, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Moreno Frau & Francesca Cabiddu, 2016. "Exploring the Traits of Marketing Strategy Approaches: The Latte Arborea Case Study," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 2(1), pages 43-60, July.
    2. Jurui Zhang & Raymond Liu, 2017. "Popularity of digital products in online social tagging systems," Journal of Brand Management, Palgrave Macmillan, vol. 24(1), pages 105-127, January.
    3. Dean, Dianne & Arroyo-Gamez, Ramon E. & Punjaisri, Khanyapuss & Pich, Christopher, 2016. "Internal brand co-creation: The experiential brand meaning cycle in higher education," Journal of Business Research, Elsevier, vol. 69(8), pages 3041-3048.
    4. Pramod Iyer & Arezoo Davari & Audhesh Paswan, 2018. "Determinants of brand performance: the role of internal branding," Journal of Brand Management, Palgrave Macmillan, vol. 25(3), pages 202-216, May.
    5. Melanie E. Zaglia & Martin K.J. Waiguny & Dagmar Abfalter & Julia Müller, 2015. "The influence of online social networks on performance of small and medium enterprises: an empirical investigation of the online business to business network XING," International Journal of Entrepreneurial Venturing, Inderscience Enterprises Ltd, vol. 7(1), pages 1-23.
    6. Moreno Frau & Ludovica Moi & Francesca Cabiddu, 2020. "Outside-in, Inside-out, and Blended Marketing Strategy Approach: A Longitudinal Case Study," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 12(3), pages 1-1, September.
    7. Andreas Hesse & Holger J. Schmidt & Carsten Baumgarth, 2021. "How a Corporate Influencer Co-creates Brand Meaning: The Case of Pawel Dillinger from Deutsche Telekom," Corporate Reputation Review, Palgrave Macmillan, vol. 24(4), pages 191-204, November.
    8. Kristal, Samuel & Baumgarth, Carsten & Henseler, Jörg, 2020. "Performative corporate brand identity in industrial markets: The case of German prosthetics manufacturer Ottobock," Journal of Business Research, Elsevier, vol. 114(C), pages 240-253.
    9. Diwanji, Vaibhav S. & Cortese, Juliann, 2020. "Contrasting user generated videos versus brand generated videos in ecommerce," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    10. Yucheng Zhang & Zhiling Wang & Lin Xiao & Lijun Wang & Pei Huang, 2023. "Discovering the evolution of online reviews: A bibliometric review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    11. Andrew Ngawenja Mzembe & Adam Lindgreen & François Maon & Joëlle Vanhamme, 2016. "Investigating the Drivers of Corporate Social Responsibility in the Global Tea Supply Chain: A Case Study of Eastern Produce Limited in Malawi," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 23(3), pages 165-178, May.
    12. Shijie Lu & Xin (Shane) Wang & Neil Bendle, 2020. "Does Piracy Create Online Word of Mouth? An Empirical Analysis in the Movie Industry," Management Science, INFORMS, vol. 66(5), pages 2140-2162, May.
    13. James Agarwal & Wayne DeSarbo & Naresh K. Malhotra & Vithala Rao, 2015. "An Interdisciplinary Review of Research in Conjoint Analysis: Recent Developments and Directions for Future Research," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 2(1), pages 19-40, March.
    14. Jin, Ting & Prentice, Catherine & Shao, Wei, 2021. "Identifying antecedent conditions for luxury brand purchase," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    15. Yi Yang & Kunpeng Zhang & Yangyang Fan, 2023. "sDTM: A Supervised Bayesian Deep Topic Model for Text Analytics," Information Systems Research, INFORMS, vol. 34(1), pages 137-156, March.
    16. Zhang, Jason Q. & Craciun, Georgiana & Shin, Dongwoo, 2010. "When does electronic word-of-mouth matter? A study of consumer product reviews," Journal of Business Research, Elsevier, vol. 63(12), pages 1336-1341, December.
    17. Bat Batjargal, 2000. "Entrepreneurial Versatility, Resources and Firm Performance in Russia: A Panel Study," William Davidson Institute Working Papers Series 351, William Davidson Institute at the University of Michigan.
    18. Teresa Barros & Paula Rodrigues & Nelson Duarte & Xue-Feng Shao & F. V. Martins & H. Barandas-Karl & Xiao-Guang Yue, 2020. "The Impact of Brand Relationships on Corporate Brand Identity and Reputation—An Integrative Model," JRFM, MDPI, vol. 13(6), pages 1-21, June.
    19. Saeedeh Ahmadi & Saeed Khanagha & Luca Berchicci & Justin J. P. Jansen, 2017. "Are Managers Motivated to Explore in the Face of a New Technological Change? The Role of Regulatory Focus, Fit, and Complexity of Decision‐Making," Journal of Management Studies, Wiley Blackwell, vol. 54(2), pages 209-237, March.
    20. Misbah Haque & Imran Ali, 2016. "Uncertain Environment and Organizational Performance: The Mediating Role of Organizational Innovation," Asian Social Science, Canadian Center of Science and Education, vol. 12(9), pages 124-124, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jobman:v:25:y:2018:i:3:d:10.1057_s41262-018-0101-9. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.